Team Manager of Product Success

The Team Manager of Product Success is responsible for leading and growing a team of Product Success Managers (PSMs). Team Managers ensure that team members monitor customers’ system health, deliver customer programs, and act as the liaison between customer and product teams. In addition, this role provides guidance to their teams in managing their workloads and serves as a mentor through challenging situations with customers. 

As a leader in the Customer Success organization, this role is also responsible for leading department initiatives aimed at maximizing the customers’ overall experience with the product and making them successful reference customers.

What You’ll Do

• Lead a team of Product Success Managers to deliver scaled Customer Success Programs in our Solutions and deliver enhanced experiences for our Enterprise Customers

• Coaches and develops PSMs toward delivering on key metrics in product adoption, retention, growth, customer satisfaction, and outcome management

• Plays a major role in scaling Workiva's Product Success organization including hiring, onboarding, training, and development of Product Success Managers

• Motivates and inspires the team to perform at the highest level

• Effectively uses tools and processes to measure and enhance their teams ability to drive retention and growth.

• Maintains a positive customer centric attitude to manage customer retention and adoption for their team through people management, training, and mentoring

• Continuously monitors customers to be proactive in the remediation of customer product health concerns

• Prevents customer churn and plays key role in working through escalations with Customer Success Managers and serves as the escalation point for raising customer issues to management

• Has awareness of each customer's product health and works with the Product Success Manager, Directors of Product, Sales, and Services to create and carry out a clear plan of action for those in poor health

• Develops the service model for Product Success and our Enterprise Model in collaboration with our Enterprise Team.

• Is the representative for our Product and Solutions within the CS Team, leads on enablement and ensuring our team has the right information to deliver the best experience for our customers.

What You’ll Need 

Minimum Qualifications 

• 5+ years of related career experience in customer success, technical account management, product management or similar

• Undergraduate degree or equivalent combination of relevant career experience and expertise

Preferred Qualifications

• Experience of working in Governance, Risk, Compliance, ESG or Financial Reporting.

• Passion for customer success, customer/product relationships, and driving long-term customer value

• Highly data-driven and meticulously detailed with a commitment to drive customer engagement towards business outcome and value realization

• Exceptional customer-facing communication and interpersonal skills: able to understand and articulate the needs of the customer and deliver on those needs

• Strong problem solving and analytical skills with the ability to formulate solutions and make decisions that deliver real business value

• Ability to inspire, motivate, and lead people in a high-energy environment

• Strong verbal/written communication and presentation skills - along with exceptional listening skills

• Excellent time management skills and the ability to multi-task and manage multiple projects, processes, programs and procedures simultaneously while working under pressure to meet deadlines, organizational goals and initiatives

• Strong technical aptitude

Travel Requirements & Working Conditions

• Up to 20% travel for customer and internal meetings

• Reliable internet access for any period of time working remotely and not in a Workiva office

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